Persona Insight - Example Pack

Contents

Persona Insight - Example Pack

Overview

The Persona Insight Library Pack is a turnkey solution allowing you to measure activity across a range of technical and sentiment based areas so that you can build an understanding of the behaviors of Employees as they go about their daily work.

The pack is slightly different to other Nexthink Library Packs in that it is essentially a framework of measurements that enables you solve a multitude of Business requirements. Therefore by importing and running the pack, you will discover your Persona-based activities of your Employees but in fact it is what you do with this information that will provide you with the real power and functionality that the pack brings.

The Persona Insight – Developers Example Pack is not intended as a Production ready pack, which should be imported and used out of the box. It certainly can be used in Production once understood and configured as wished, but its main purpose is to act as a guide to how the Persona Insight pack can be used to develop actionable Personas within your Organization. The intention is to use this pack by installing it (it does fully work) as a guide as you use Persona Insight. If you wish to develop it into a working pack you are perfectly able to do so, just by tuning it to the Personas, Persona Traits and other items that are relevant for your Organization.

Pre-Requisites

The Persona Insight - Developers requires Nexthink version 6.29 (On Premise) or 2020.5 (Cloud). Versions of Nexthink below this will not work.

The pack also utilizes the Digital Experience Score 2.x, so please download the latest version of DEX for your environment.

The Persona Insight pack must have been installed for this pack to work.

Persona Insight - Recap

Please make sure you are fully familiar with the Persona Insight pack before using this example pack. To this extent, both import the pack and also read the documentation.

The aim of understanding a Persona is to be able to identify which of the employees within your Organization are exhibiting a particular behavior – be it using a piece of software, having a particular level of motivation, accessing a specific domain, consuming a certain amount of resources, whatever it may be and then drive an action based on that Persona.

With Persona Insight, this idea is split into two concepts:

  • Persona Traits – these are the “building blocks” that measure an individual construct, such as the amount of time Microsoft Excel is being used during the working day. The key points on Persona Traits are that:
  • They are measured, between 0-10, so you can have a Persona Trait at any particular level, they are not binary – you might be a 4.6 MS Word user but an 8.7 CPU Consumer. This way for each employee you can see not only that they are exhibiting a trait, but how much they are exhibiting it.
  • Common Persona Traits are grouped together, so all the real time collaboration tools are grouped together into a parent value of Collaboration Tools Consumer. This is done so that both looking at an individual tool usage can be measured but also the overall behavior (which might be more than one collaboration tool) can also be understood.
  • Personas – Personas are made up from one or more Traits. An example of a Persona might be “Ready to move to VDI”, i.e. users in this Persona can be transitioned onto a Virtual platform. Personas have some key characteristics:
  • Personas should ideally be binary – i.e. you are, or you are not. This is because Personas should drive a decision or recommendation. This is a soft rather than hard requirement, it is Nexthink’s recommendation.
  • They can be one to one or Many to one, i.e. a Persona might be made up of logic where a number of Traits define a particular Persona – again our example above of “Ready for VDI” might include the number of applications in use, plus low power consumption use, plus single monitor usage for example. However equally valid might be “Users needing 16 Core Systems” which would be a Persona based on the Persona Trait of CPU Intensity, i.e. how CPU power hungry the user is.

How do I make use of this Pack?

This pack is a walkthrough of a fictional business case for Personas – that of tailoring the device to match the individual needs and understanding the Employees that have these Personas, both those you know about and those you don’t.

To highlight this, we have used the case of Developers, who have been expressing unhappiness at their work device Digital Experience. In this Organization you have developers that you know about, with these being indicated by being listed in an HR-led Category in the finder – Persona Insight – Job Role. You also have employees you do not know about who are doing Developer type activities, here we have defined a new Persona, Hidden Developers, being those that exist but you weren’t aware of.

To understand the Persona Traits, i.e. the behavior, of our Developers we have done two things.

  • Firstly, in the Persona Traits there is already a Persona Trait for Front End Tools Consumer and Back End Tools Consumer. So we say in the example that our Developers are those we have an HR Record for AND we can now separate them into Front End and Back End Developers using a Persona, for example our Score for Backend Developers will be:

"HR Role = Dev" AND "Back-End trait > 5" AND "Front-End trait < 5" == "Back-end developer"

i.e. Active use of Back End Tools but not much use of Front-End Tools. We use this idea on Back End Developers and also Front End Developers and Full Stack Developers who are using both Front and Back End Tools.

  • Because this is a custom Score instead of changing the existing Persona Traits score, we have created a new score in the pack, which is an important practice that should be followed. Try to keep the scores for new requirements separate from the base score.
  • Secondly, because we have a feeling that our Developers might also be using other tools and we want a Persona Trait breakdown of these, we have created a new set of Persona Traits to cover anything we think they might be using and put this into the same score. These are simply measuring the unit usage of these tools and translating it to the standard 0-10 score.

(Note also that the score can be based on the correct field for that usage – so Focus Time for a GUI based tool is good, while perhaps Execution Duration, or Total Network Traffic might be suitable for non-gui measures).

Now that we have our definitions, we can plot the dashboard showing us the Persona Traits, Digital Experience scores, top applications and so forth of our three Personas.

From here we can make recommendations, which is the next dashboard. In this dashboard you are purely seeing an example, however the idea is you would construct it based on the data that you found.

Starting with some sentiment KPI’s and history graphs show that we can show the sentiment is improving over time, we also show the DEX over time. This is so there is continuous improvement.

The recommendations for… sections (there are three, for Front End Developers, For Back End Developers and for Full Stack Developers) outline the actual items we recommend for each Persona, from the hardware, CPU, OS, applications and then domains. Each scoped to the Persona in question. In addition, ideally you could also add in the core additional Persona Traits for each Persona we discovered in the earlier dashboard if wished.

Under this is a very interesting Persona: Hidden Developers. This Persona is looking for people who are not part of the HR record of Developers in the Organization (i.e. not in the Category in Nexthink’s sense) but they are using Developer toolsets. This has two potential important Use Cases:

  1. Are they having a good Digital Experience? Its quite possible because the Organization did not realize they would be using these toolsets that they have not got adequate devices or power.
  2. Are they licensed to use this software? Often if software can be installed in the user context so does not require admin rights an employee can now put on a piece of software that has a real associated cost but not realize this. This must be tracked.

The example Dashboards use Persona derived in the score for Hidden Developers which are those using Developer Tools but are not members of the category for Developers.

Finally, there is Potential Persona Transitions which is a really interesting possibility. This is using new Personas, defined in the score, which look for people using one Persona significantly but also touching on another, so for example Front End developers who are also using some Back-End tools. This shows a level of use of the toolsets which implies they may well be familiar with it and are good candidates, if the project needs, to move roles. Therefore, the pack looks at these types of Persona Trait values and shows the possibilities of moving between various combinations. This is a very high potential discovery of hidden talent that can be useful to many organizations.

General Hints and Tips

Load the score into the Nexthink score creator so you can see and understand the score. Remove and add as you wish, it is entirely flexible.

If you wish to make this example pack work for your Organization, just tune it to your needs: change the Category to something relevant for your Organization, change the Traits to something you are interested in discovering. The majority of the pack is dynamic.

Change log

Initial Release.

V1.0.0.0

Initial release.